RISA tracker for Service Requests Elisabeth Ujeneza Thomas

RISA tracker for „Service Requests“ Elisabeth Ujeneza, Thomas Wiemann

Definition of Service Requests • Any triggered request from the outside towards RISA is called “Service Request” • If solution time exceeds one week effort – it should result in creation of a small project with subtasks • If solution time exceeds one month effort – it should result in creation of a dedicated project • Following categories are predefined to distinguish the different types: Support, System assessment, Meeting organization, Meeting participation, Tender support, System bug solution 2

Service Request process view Trigger (some event happens) Communication (via e. Mail or call) Capture (forward to central e. Mail or enter to tool) Closing (report and close ticket in tool) Solution (solve service request) Dispatch (assign service request to responsible) Color explanation Notification (notify requester) Handled inside Ticket tool Handled outside Ticket tool 3

Training Slides 4

1. Training slides basic workflow from smartadmin 5

1. 1. Choose the document in e. Documents to take action on 6

1. 2. Press button e. Mail 7

1. 3. Enter subject, e. Mail-address and description – press send 8

2. Training slide – manage service requests in Open. Project 9

2. 1. Logon to Open. Project: projectmanagement. risa. rw 10

2. 2. Follow link “Service request view” 11

2. 3. Change Assignee 12

2. 4. Change Status 13

3. Training slides – view dashboards 14

3. 1. Logon to Open. Project: projectmanagement. risa. rw 15

3. 2. Follow link “Risa Dashboard” 16

3. 3. Follow link “CEO Dashboard” 17

4. Training slide e. Mail capture –full workflow 18

Capture via e. Mail • Forward e. Mail to openproject@risa. gov. rw from the mail account you use for logon to Open. Project • Add the following to the first line: – Project: ”Root project identifier for e. Mail” – Example: Project: risa-innovation • Ticket generation runs in background every 5 minutes • Check creation of service request in your division root project 19

Link to projects for each division Division Root Project Root project identifier for e. Mail Risa global https: //projectmanagement. risa. rw/project/projec ts/risa-global Enterprise https: //projectmanagement. risa. rw/project/projec ts/risa-enterprise-architecture-division risa-enterprise-architecturedivision Software division https: //projectmanagement. risa. rw/project/projec ts/risa-software-solutions Innovation https: //projectmanagement. risa. rw/project/projec ts/risa-innovation Cluster Coordination https: //projectmanagement. risa. rw/project/projec ts/risa-digital-cluster-coordination Infrastructure https: //projectmanagement. risa. rw/project/projec ts/risa-infra-os Cyber Security https: //projectmanagement. risa. rw/project/projec ts/risa-cyber-security 20

5. Training slides – create request in Open. Project 21

Service Requests: logon 22

Choose your division root project 23

Go to work packages menu item 24

Go to service request view 25

Access details for comments 26

Enter description 27

Enter comments 28

Close the Ticket 29